Senior Managed Services Engineer

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    "requisitionDescription": "<div><div><div><div><link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p><span style=\"font-family: verdana, sans-serif; font-size: 14px; color: rgb(0, 0, 0);\">The Senior Managed Services Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relates to all position responsibilities. This position will be located in Deerfield Beach, FL.</span></p><p><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\"><strong style='box-sizing: border-box; overflow-wrap: break-word; font-weight: 700; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'>Essential Job Functions:</strong>&nbsp;</span></span></span></p><ul type=\"disc\"><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Provide phone and email support to a wide range of clients and internal resources</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Establish positive long-lasting relationships with our clients and internal staff</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Learn and work with new technologies on a constant basis</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Able to complete tasks in a group as well as individually</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for entering all work as service tickets, time, and expenses in CSPi&rsquo;s Professional Service Automation (PSA) tool, ConnectWise</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for resolving and supporting technical issues via-telephone and e-mail</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Perform queue management to achieve CSPi&rsquo;s SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Interface with customer&rsquo;s executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPi&rsquo;s Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for reviewing and attending to daily customer checklist</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clients</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for maintaining and updating anti-virus for internal and external CSPi clients</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for Microsoft Windows patching and third-party vendor patching as required</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi&#39;s ConnectWise application</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Responsible for designated functions within onboarding new clients</span></span></span></li></ul><p><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\"><strong style='box-sizing: border-box; overflow-wrap: break-word; font-weight: 700; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'>Education/Certifications:</strong>&nbsp;</span></span></span></p><ul type=\"disc\"><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Network Certifications preferred</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">VMware Certification preferred</span></span></span></li></ul><p><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\"><strong style='box-sizing: border-box; overflow-wrap: break-word; font-weight: 700; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'>Experience:</strong>&nbsp;</span></span></span></p><ul type=\"disc\"><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Must be a &ldquo;team player&rdquo; with outstanding communication and interpersonal skills</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Comfortable in an environment of rapid change&nbsp;</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Ability to work collaboratively and independently</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Knowledge of backup applications (Acronis, Veeam, Barracuda, Commvault, etc.)</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Familiarity with DNS, DHCP, and TCP/IP</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Switching and routing topologies (VLAN, basic routing protocol knowledge)</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.)</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Administering and designing Microsoft Windows Active Directory topologies</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Disaster recovery planning and&nbsp;implementation</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">In-depth knowledge of M365 and Microsoft SQL</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">In-depth knowledge of Microsoft Azure / Intune</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">In-depth knowledge of VMware vSphere 7.0 and above</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">In-depth knowledge of DNS, DHCP etc.</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">In-depth knowledge of Hyper Converged Infrastructure (Nutanix, EMC, Dell, HP, etc.)</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">General understanding of telecommunications technologies</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Knowledge of Apple OS and Devices a plus</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plus</span></span></span></li><li><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">Former Managed Services experience preferred</span></span></span></li></ul><div style='box-sizing: border-box; overflow-wrap: break-word; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><div style=\"box-sizing: border-box; overflow-wrap: break-word;\"><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\">CSPi is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.</span></span></span></div></div><div style='box-sizing: border-box; overflow-wrap: break-word; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><span style=\"color: rgb(0, 0, 0);\"><span style=\"font-size: 14px;\"><span style=\"font-family: verdana,sans-serif;\"><br></span></span></span></div><div style='box-sizing: border-box; overflow-wrap: break-word; color: rgb(68, 68, 68); font-family: proxima-nova-alt, \"Helvetica Neue\", Helvetica, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><span style=\"font-family: verdana, sans-serif; font-size: 14px; color: rgb(0, 0, 0);\">We will contact only those who are a potential match. As part of our pre-employment process, we require that applicants agree to submit to background screenings.</span></div></div></div></div></div></div>\n",
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